Long-horizon service work needs continuity without carrying authority farther than the customer intended.
Cross-channel completion protects the customer from repetition, while bounded approval protects them from an action they did not authorize.
Who you’d be doing this for
“My supervisors keep asking who approved the change after the customer switched from the call to text.”
Kari Larsson · Customer Support Operations Director
Owns service quality and escalation outcomes for an enterprise deploying long-horizon customer agents.
What is at stake
Resumed service actions lack one consistent record of what the customer approved across voice, SMS, and email. You must weigh cross-channel completion against an approval boundary that remains defensible.
Why it isn’t already fixed
Every obvious fix costs something else. That’s the part you’d have to decide.
- cross-channel continuity vs bounded authority
- self-serve workflows vs secure defaults
- customer clarity vs repeated verification
- launch scope vs reusable trust primitives
Why Sierra
Customer-facing AI agents take actions in connected enterprise systems, so approval must persist safely when service work spans voice, SMS, and email.
Written with these in mind
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This is the setup. The work is inside.
Running it puts you in the room: the full situation and its constraints, stakeholders who push back in their own words, and the decisions that are yours to make. What you produce becomes a Day One Plan — work you can show someone instead of describing.